Complaints Procedure
I aim to provide a high standard of service to every client. If you are unhappy with any aspect of the service you have received, please let me know so that I can put things right. Raising a complaint will not affect the way I treat you or your case.
1. How to make a complaint
You can complain by email, by letter or by telephone. If a solicitor instructed me on your behalf, you can complain to me directly; you do not need to go through your solicitor. It helps if you can tell me:
- your name and contact details;
- the case your complaint relates to;
- what went wrong, and when; and
- what you would like me to do to put it right.
If you need help making a complaint, or need this information in another format such as large print, please ask.
2. What happens next
- I will acknowledge your complaint in writing within 5 working days.
- I will look into it carefully, reviewing the papers and any correspondence. I may contact you to clarify your concerns.
- I will send you a full written response explaining my findings and any action I propose, normally within 28 days of acknowledging your complaint. If I need longer, I will tell you why and when you can expect a response.
You will receive my final written response no later than eight weeks after you first made your complaint.
All complaints are handled confidentially. A record of the complaint and its outcome will be kept for six years.
3. The Legal Ombudsman
If you are not satisfied with my final response, or I have not resolved your complaint within eight weeks, you may be able to complain to the Legal Ombudsman. The Legal Ombudsman is an independent body that deals with complaints about the service provided by lawyers. Its service is free.
Time limits. You must refer your complaint to the Legal Ombudsman:
- within six months of my final written response to your complaint; and
- no later than one year from the date of the problem you are complaining about, or one year from the date you first became aware of it.
The Ombudsman may extend these limits in exceptional circumstances.
You can see the Legal Ombudsman's published decision data.
4. The Bar Standards Board
If your concern is about my professional conduct rather than the service I provided, the Legal Ombudsman may refer it to the Bar Standards Board, or you can contact the Bar Standards Board directly at www.barstandardsboard.org.uk.
You can check my practising status on the Barristers' Register.
5. Solicitors and other professional clients
If you are a solicitor or other professional client with a complaint, please raise it in the same way. Professional clients are not usually eligible to complain to the Legal Ombudsman.